Advisor - Compliance at a government with 10,001+ employees
Real User
Top 20
2025-05-06T15:16:46Z
May 6, 2025
From my perspective as a customer, especially from tool administration, what would be beneficial is having end-to-end visibility all on a single page. This is challenging to achieve with any tool, but such a feature would significantly enhance user experience.
The biggest challenge is ensuring the customer has sufficient ITSM maturity to get the most out of the solution. BMC Helix is very sophisticated, and some clients lack that internal process maturity. There's sometimes a gap between the solution's capabilities and the client's readiness. We have to bridge that gap, bringing the customer up to the level where they can fully use all the features and benefits. Otherwise, they're investing in a powerful tool they don't fully utilize. It's crucial for vendors like us to assess client maturity before the project starts. We need to do the consulting work to show them the solution's potential and help them evaluate if it truly makes sense. Sometimes, the client might not be ready for the way BMC does things, for that level of automation and AI. BMC's automation is like nothing I've seen. You can even deflect 30% of IT service desk tickets with an intelligent chatbot – that's a number from BMC. Imagine the reduction in human agents! It's a robot doing the work, but in a way that feels human... that's the impressive part. You can integrate with WhatsApp, Teams, etc. It's game-changing.
Event Monitoring is a critical strategy for organizations looking to enhance operational efficiency, providing real-time tracking and analysis of system activities. This solution enables businesses to track and analyze events across systems in real time, offering insights into user behavior and system performance. It helps detect anomalies, ensure compliance, and improve the security posture by logging events and generating alerts for suspicious activities. By integrating with existing IT...
From my perspective as a customer, especially from tool administration, what would be beneficial is having end-to-end visibility all on a single page. This is challenging to achieve with any tool, but such a feature would significantly enhance user experience.
The biggest challenge is ensuring the customer has sufficient ITSM maturity to get the most out of the solution. BMC Helix is very sophisticated, and some clients lack that internal process maturity. There's sometimes a gap between the solution's capabilities and the client's readiness. We have to bridge that gap, bringing the customer up to the level where they can fully use all the features and benefits. Otherwise, they're investing in a powerful tool they don't fully utilize. It's crucial for vendors like us to assess client maturity before the project starts. We need to do the consulting work to show them the solution's potential and help them evaluate if it truly makes sense. Sometimes, the client might not be ready for the way BMC does things, for that level of automation and AI. BMC's automation is like nothing I've seen. You can even deflect 30% of IT service desk tickets with an intelligent chatbot – that's a number from BMC. Imagine the reduction in human agents! It's a robot doing the work, but in a way that feels human... that's the impressive part. You can integrate with WhatsApp, Teams, etc. It's game-changing.